Senior Development Incident Manager

10+ years in enterprise support or technical operations, especially with IBM Sterling B2Bi or equivalent platforms. Proven experience managing high-severity escalations and leading L3 support teams. Demonstrated expertise in incident management, ITIL frameworks, RCA, SLA enforcement, and escalation governance. Exceptional stakeholder management and communication skills under pressure (both internal and external). Extensive agile software development experience Fundamental Java, Cloud Technologies, Kubernetes knowledge Demonstrated experience driving continuous process improvement Ability to troubleshoot the issues with the teams Hands-on familiarity with on-prem IBM B2Bi infrastructure (AS2, SFTP, FTP, encryption, EDI protocols). Experience with support tooling (Salesforce, KCS, ticketing systems) and operational reporting dashboards. Exposure to hybrid or cloud migration strategies as part of evolving support models. SRE mindset: setting and managing SLIs/SLOs, implementing self-healing systems (auto-scaling, failover), and enhancing reliability and availability.

Lead and mentor a global L3 support team handling critical escalations and complex technical issues. Oversee the full escalation lifecycle—from intake and triage to action planning, resolution, and closure. Maintain and optimize L3 workflows, standard operating procedures (SOPs), and global coverage maps. Serve as the primary escalation liaison across customer, support, engineering, and leadership teams. Drive root-cause analysis (RCA) and lessons-learned cycles, championing continuous improvement. Develop and deliver support KPIs, dashboards, incident reports, and escalate to weekly operational reviews. Engage proactively with customers to gather feedback and build trust during high-pressure escalations. Collaborate with product and engineering teams to triage defects and guide timely bug fixes or patches.